• Continual Care Solutions

Customer Spotlight Q&A with Annette Yost

To kick off our first ever Customer Spotlight Q&A, we spoke to superuser Annette Yost, the Managed Care Specialist at Ontario ARC. We asked her ten questions about herself and her experience working with the imPowr platform.


1. What is your role at Ontario ARC?


I am the Managed Care Specialist at Ontario ARC. My role entails preparing the agency for the migration to or an increased presence of managed care.


2. How has the imPowr platform made a difference for you or for Ontario ARC?


It is allowing us to bring process efficiencies into play that were not available before. For instance, on our Facility side of the house, we can track all of our work orders and routine inspections in one system in real time. Previously we had an internal database where staff entered work orders, inspections were documented on paper and entered into the database. Now everything is entered in the imPowr system and we can immediately see what work we have in front of us and plan/project daily work from our tablets/laptops/computers, wherever we are, whenever we need it. We are able to monitor productivity in real time.


On the Referral Management side, we are preparing for an internally on-line work flow from Referral to Enrollment. The goal is to eliminate the need for weekly or bi-weekly Virtual Intake meetings and shift to monthly or potentially ad-hoc for complex cases. Today, we meet bi-weekly virtually to review the new referrals and status towards enrollment. We are implementing electronic checklists to follow the individual form Referral to Enrollment. Once the workflow and checklists are implemented, the Virtual Intake team members will be aware of all candidates for Program Enrollment as the Intake and Habilitation Coordination process is unfolding. They will be able to view the documentation received and uploaded to the cases as the information is loaded. Following execution the Virtual Intake meeting will be scaled back to less frequent meeting and/ or adjust the purpose of the meeting. The hope is the agency may improve the cycle time between referral to enrollment by trimming down the days in queue due to the ARC’s internal processing of New Referrals.


3. What is your favorite part about working with Continual Care Solutions?


My favorite part about working with Continual Care Solutions is they are compassionate and understanding of the non-profit, Community Based Organization’s (CBO) world. They take the time to understand who we are, the role we play and help us find simpler ways to accomplish our effort through the system.


The team at Continual Care Solutions, and the imPowr system, is very flexible. Far too often you can purchase a system, be reassured that the product can do everything it claimed to do; but once you get it you learn it’s not as flexible as you need. The system is very customizable, easy to configure from a user perspective. Anything we can’t get the system to do, Continual Care Solutions finds a way to execute it. Continual Care Solutions is very customer focused.


4. What aspect of your role do you enjoy the most?


I enjoy all aspects of my role. Coming from Managed Care on the payer side, this environment was brand new to me. My experience will assist the agency in preparing for a world with an increased emphasis on Managed Care. With my Lean Six Sigma training, I can assist in identifying areas for increased process efficiencies.


Although the integration to Managed Care into the agency’s world has slowed down, this slow-down has allowed me to focus on the integration of a data management system and prepare for outcome based reporting. This is a win – win for the agency. I believe this will improve the agency’s positioning when Managed Care arrives. And if that day never arrives, the benefits will be a better use of the limited agency resources and the Medicaid dollars.


5. What makes Ontario ARC special?


They are very innovative. They are always working on ways to meet the needs/desires of the people they support, whether through community partnerships or evolving programs. This is a very forward thinking agency with the individual at the center.


6. What is on your bucket list?


My husband and I want to go to Alaska to see the natural beauty and experience the outdoor world, from the tourist perspective to the recreational perspective (fly-fishing).


7. What do you like to do in your spare time?


Kayak, camping, hunting, spend time with my family, children and grandchildren.


8. Where is the best place you’ve traveled to and why?


I can’t say there has been one “best place”. When I was 10, our family traveled the US in an RV for 13 weeks. To see the pure natural beauty of this country coupled with the history of our nation’s evolution was the most memorable experiences ever. I was able to personally experience many of the nation’s National Parks and historical places from Mt. Rushmore, the Bad Lands, Yellowstone, and the Grand Tetons to the Grand Canyon, the Painted Forest, etc. and too many battlefields to mention.


9. Where is your favorite place to eat?


Belhurst Castle in Geneva.


10. What is one of your favorite quotes?


"When one door of happiness closes, another one opens."